[go: up one dir, main page]

GB201113748D0 - Mehtod and system for managing a contact center configuration - Google Patents

Mehtod and system for managing a contact center configuration

Info

Publication number
GB201113748D0
GB201113748D0 GBGB1113748.6A GB201113748A GB201113748D0 GB 201113748 D0 GB201113748 D0 GB 201113748D0 GB 201113748 A GB201113748 A GB 201113748A GB 201113748 D0 GB201113748 D0 GB 201113748D0
Authority
GB
United Kingdom
Prior art keywords
mehtod
managing
contact center
center configuration
configuration
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
GBGB1113748.6A
Other versions
GB2484172A (en
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Avaya Inc
Original Assignee
Avaya Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Avaya Inc filed Critical Avaya Inc
Publication of GB201113748D0 publication Critical patent/GB201113748D0/en
Publication of GB2484172A publication Critical patent/GB2484172A/en
Withdrawn legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0637—Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0637—Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
    • G06Q10/06375—Prediction of business process outcome or impact based on a proposed change
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/401—Performance feedback

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Human Resources & Organizations (AREA)
  • Marketing (AREA)
  • Strategic Management (AREA)
  • Economics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Educational Administration (AREA)
  • Signal Processing (AREA)
  • Operations Research (AREA)
  • Game Theory and Decision Science (AREA)
  • Development Economics (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
GB1113748.6A 2010-09-30 2011-08-10 Adapting a contact center configuration in order to achieve a specific business goal Withdrawn GB2484172A (en)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US12/895,735 US8630399B2 (en) 2010-09-30 2010-09-30 Method and system for managing a contact center configuration

Publications (2)

Publication Number Publication Date
GB201113748D0 true GB201113748D0 (en) 2011-09-21
GB2484172A GB2484172A (en) 2012-04-04

Family

ID=44735686

Family Applications (1)

Application Number Title Priority Date Filing Date
GB1113748.6A Withdrawn GB2484172A (en) 2010-09-30 2011-08-10 Adapting a contact center configuration in order to achieve a specific business goal

Country Status (2)

Country Link
US (1) US8630399B2 (en)
GB (1) GB2484172A (en)

Families Citing this family (14)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20130208880A1 (en) * 2011-12-22 2013-08-15 Shoregroup, Inc. Method and apparatus for evolutionary contact center business intelligence
US8396205B1 (en) * 2012-01-11 2013-03-12 Incontact, Inc. Systems and methods of supervising contacts
US8792633B2 (en) 2012-09-07 2014-07-29 Genesys Telecommunications Laboratories, Inc. Method of distributed aggregation in a call center
US9900432B2 (en) 2012-11-08 2018-02-20 Genesys Telecommunications Laboratories, Inc. Scalable approach to agent-group state maintenance in a contact center
US9756184B2 (en) 2012-11-08 2017-09-05 Genesys Telecommunications Laboratories, Inc. System and method of distributed maintenance of contact center state
US9477464B2 (en) 2012-11-20 2016-10-25 Genesys Telecommunications Laboratories, Inc. Distributed aggregation for contact center agent-groups on sliding interval
US10412121B2 (en) 2012-11-20 2019-09-10 Genesys Telecommunications Laboratories, Inc. Distributed aggregation for contact center agent-groups on growing interval
US10026059B2 (en) * 2013-03-04 2018-07-17 Avaya Inc. Systems and methods for managing reporting data on a hosted on-demand reporting system
US9578171B2 (en) 2013-03-26 2017-02-21 Genesys Telecommunications Laboratories, Inc. Low latency distributed aggregation for contact center agent-groups on sliding interval
US10115163B2 (en) 2013-12-23 2018-10-30 Hartford Fire Insurance Company System and method for improved insurance call routing and processing
US10986232B2 (en) * 2017-06-16 2021-04-20 Genesys Telecommunications Laboratories, Inc. Systems and methods for sizing modular routing applications
US10091358B1 (en) * 2017-06-26 2018-10-02 Splunk Inc. Graphical user interface for call center analysis
US10069972B1 (en) * 2017-06-26 2018-09-04 Splunk, Inc. Call center analysis
CN114816577A (en) * 2022-05-11 2022-07-29 平安普惠企业管理有限公司 Method, device, electronic equipment and medium for configuring service platform function

Family Cites Families (20)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5652791A (en) * 1995-07-19 1997-07-29 Rockwell International Corp. System and method for simulating operation of an automatic call distributor
US6205412B1 (en) * 1997-07-09 2001-03-20 Genesys Telecommunications Laboratories, Inc. Methods in computer simulation of telephony systems
US20040202308A1 (en) * 1999-11-16 2004-10-14 Knowlagent, Inc. Managing the selection of performance interventions in a contact center
US6870926B2 (en) * 2001-11-06 2005-03-22 Rockwell Electronic Commerce Technologies, Llc Method of optimizing call center resources based upon statistics
US7493259B2 (en) * 2002-01-04 2009-02-17 Siebel Systems, Inc. Method for accessing data via voice
US7698162B2 (en) * 2002-02-25 2010-04-13 Xerox Corporation Customer satisfaction system and method
US20040117220A1 (en) * 2002-12-12 2004-06-17 International Business Machines Corporation Secure system and method for self-management of customer relationship management database
TWI220205B (en) * 2003-01-20 2004-08-11 Delta Electronics Inc Device using handheld communication equipment to calculate and process natural language and method thereof
US20050013428A1 (en) * 2003-07-17 2005-01-20 Walters James Frederick Contact center optimization program
US7539297B2 (en) * 2003-12-19 2009-05-26 At&T Intellectual Property I, L.P. Generation of automated recommended parameter changes based on force management system (FMS) data analysis
US8204884B2 (en) * 2004-07-14 2012-06-19 Nice Systems Ltd. Method, apparatus and system for capturing and analyzing interaction based content
US7912205B2 (en) * 2004-12-17 2011-03-22 Aspect Software, Inc. Contact center business modeler
US8094803B2 (en) * 2005-05-18 2012-01-10 Mattersight Corporation Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto
US20070073651A1 (en) * 2005-09-23 2007-03-29 Tomasz Imielinski System and method for responding to a user query
US7869586B2 (en) * 2007-03-30 2011-01-11 Eloyalty Corporation Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics
US20090013085A1 (en) * 2007-06-18 2009-01-08 Hadas Liberman Ben-Ami Interaction-management methods and platform for client-agent interaction-related environments
US8275647B2 (en) * 2007-12-27 2012-09-25 Genesys Telecommunications Laboratories, Inc. Method for assembling a business process and for orchestrating the process based on process beneficiary information
US8838651B2 (en) * 2008-01-10 2014-09-16 International Business Machines Corporation Database system testing
US8364519B1 (en) * 2008-03-14 2013-01-29 DataInfoCom USA Inc. Apparatus, system and method for processing, analyzing or displaying data related to performance metrics
US8620944B2 (en) * 2010-09-08 2013-12-31 Demand Media, Inc. Systems and methods for keyword analyzer

Also Published As

Publication number Publication date
GB2484172A (en) 2012-04-04
US8630399B2 (en) 2014-01-14
US20120082303A1 (en) 2012-04-05

Similar Documents

Publication Publication Date Title
GB201113748D0 (en) Mehtod and system for managing a contact center configuration
GB201106021D0 (en) Management system
EP2638405A4 (en) Wide area positioning system
PL3023954T3 (en) Monitoring system
GB201013704D0 (en) Border monitoring
EP2543198A4 (en) Hearing system
SG10201510060UA (en) Monitoring system
GB201017288D0 (en) Positioning system
EP2636004A4 (en) A vailability-based contact routing and scheduling system
EP2522003A4 (en) Systems and methods for sleep management
GB201016251D0 (en) Positioning system
GB2482337B (en) Wound management device
GB201103284D0 (en) Configuration information management
GB201009959D0 (en) A wireless alarm system
EP2599006A4 (en) Configuration management
GB201015906D0 (en) Parking-assist system
GB2477295B (en) Loudspeaker system
TWM401176U (en) Taxi calling system
GB201010959D0 (en) Reminder system
GB201008754D0 (en) Perimeter battery system
GB2484491B (en) A lighting system
GB2480142B (en) Watersport hiking-support system
EG26827A (en) Lighting management system
GB201121087D0 (en) A block and system
GB201001702D0 (en) Simple system

Legal Events

Date Code Title Description
WAP Application withdrawn, taken to be withdrawn or refused ** after publication under section 16(1)